Portas is currently appearing in Channel 4’s Secret Shopper series where she tackles bad customer service. In tonight’s episode, she takes on estate agents after finding problems including misleading particulars and lack of specialist knowledge.
However, property commentator Kent said: “What the hell does she know about the professional fiduciary duties of agency?
“Our business is not like flogging mobile phones or flouncy frocks. She probably even thinks that the prospective buyers walking into our offices are our ‘customers’. Well Ms Portas, they’re not.”
While he admitted he has yet to see the programme, Kent said: “I know just what drivel and loathsome agent-bashing is likely to spew onto my screen tonight and I imagine I shall regret having just bought a wide-screen.
“I only hope viewers will be given a chance to hear the professionals explain how our business really works and why we have to do what we do and the way we do it. I, for one, will stand by if the record needs setting straight.”
The latest episode of Secret Shopper sees Portas wanting to “stop the rot” of bad practice in estate agents.
She teams up with North London estate agency chain Martyn Gerrard to work with its sales force, but reportedly finds that their idea of what good customer service means differ widely.
